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WO-01327052 ↗ ServiceMax

HIGI LLC • Connectivity • P4

📍 Stop & Shop 606 — 35 Shunpike Road, Cromwell CT, 06416

Dec 17, 2025 → Dec 23, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 23, 2025
✗ SLA Missed
Active: 4 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 24, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Dec 17 → Dec 18, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Dec 18 → Dec 24, 2025
4 business days (counted)
Running total: 4 of 4 biz days used
Created: Dec 17, 2025 Completed: Dec 24, 2025
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 17 → Dec 17 Created ▶ Running 0 0 / 4
Dec 17 → Dec 17 L2 Screening ▶ Running 0 0 / 4
Dec 17 → Dec 18 Awaiting Parts ⏸ Paused 1 —
Dec 18 → Dec 18 Ready for Scheduling ▶ Running 0 0 / 4
Dec 18 → Dec 18 Assigned ▶ Running 0 0 / 4
Dec 18 → Dec 24 Scheduled ▶ Running 4 4 / 4
Dispatch 0.3d
Material Management 1.3d
Coordinators 4.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.3 days
Material Management
1.3 days
Coordinators
4.6 days
Over SLA
Billing
0.0 days
Created: Dec 17, 2025 Due: Dec 23, 2025 Completed: Dec 24, 2025 (on time)
📅
5.0 days Total Age
⏱️
4.3d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
2.3d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552512
Closed
Use this password to access the kiosk:  miker0me0g0lfech0 If swapping out a PC, you would use: miker0me0g0lfech0  There is a mandatory 4 business day timeline in which to complete this work. If you have questions or require technical support during the service, call 931-284-4999 and follow the prompts to reach the EMSAR Level II Support team for assistance (Support Hours are Monday-Friday from 8:00 AM EST until 8:00 PM EST). Provide the team member with the Work Order number, location, and problem description. At the completion of the service contact the EMSAR Level II Support team so that they can remotely verify that the kiosk is online and operational.  **ALL NON-EMSAR TECHNICIANS: You must check in from the location as soon as you arrive onsite and before you begin working on the kiosk. Call 931-284-4999 and follow the prompts. If there are any questions about the service expectations, use this opportunity to ask the Level II Support team.** 
Priority
High
Origin
Client Form
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Dec 17, 2025
Work Orders from this Case (1)
WO-01327052 (current) Invoiced
Connectivity • Curtis Allen
Created: Dec 17, 2025 • Closed: Dec 23, 2025
Completed with minor delays
Invoiced • 77 days old
🚨
Primary Delay 4.3 days stuck in "Scheduled"
⏱️
Total Delay 2.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.3d / 0.5d SLA
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
1.3d / 3.0d SLA
Ready for Scheduling
0.2d / 1.0d SLA
Scheduled
4.3d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Lightly dusted inside and outside, wipe down unit with disinfectant cleaner. Removed and replaced router kit Attempt to perform functional test, kiosk not booting up Restart the unit multiple times still not booting up, black screen on both monitors. Troubleshoot with L2 and reset the unit the problem still exist. No tests were performed, unit is offline Connectivity was not restored I am requesting a PC replacement
🔍 Technician Findings
Connectivity issue Black screen on both monitors when power up
⚠️ Problem Description
Tech will be shipped replacement WIFI Router Restore connectivity then verify kiosk is online by logging in as a customer and receiving email results back. Take a picture of account being logged in and attach to your Work Order Tech will be sent Key to Kiosk Use this password to access the kiosk:  miker0me0g0lfech0 If swapping out a PC, you would use: miker0me0g0lfech0  There is a mandatory 4 business day timeline in which to complete this work. If you have questions or require technical support during the service, call 931-284-4999 and follow the prompts to reach the EMSAR Level II Support team for assistance (Support Hours are Monday-Friday from 8:00 AM EST until 8:00 PM EST). Provide the team member with the Work Order number, location, and problem description. At the completion of the service contact the EMSAR Level II Support team so that they can remotely verify that the kiosk is online and operational.  **ALL NON-EMSAR TECHNICIANS: You must check in from the location as soon as you arrive onsite and before you begin working on the kiosk. Call 931-284-4999 and follow the prompts. If there are any questions about the service expectations, use this opportunity to ask the Level II Support team.** 
📄 Description
Merge KMY Kiosk

Timeline

📞
▶
2 Case Linked Dec 17, 2:01 PM
Case Linked → Work Order Created
📋
Work Order Created
Work Order: WO-01327052
Type: Connectivity
Priority: P4
🔍
Status: L2 Screening by Leona Coonrod Dec 17, 4:13 PM
From: Entered
To: L2 Screening
Duration in Previous: 2h 10m
📦
▶
2 Parts Requested Dec 17, 4:23 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 10m
📅
Status: Ready for Scheduling by Robert Cox Dec 18, 9:10 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 16h 46m
👷
▶
3 Technician Assigned Dec 18, 10:55 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1h 45m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-23T15:00:00.000+0000
📦
▶
2 Parts Requested Dec 18, 11:14 AM
Parts Requested → 3x Parts Added
🔩
3x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
⏱️
3x Labor Added Dec 23, 9:29 PM
Type: Labor, Travel
Status: Open
Qty: 2.75, 3, 122
✔️
Status: Completed by Curtis Allen Dec 23, 9:41 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 5d 10h, 0m
📄
Status: Ready to Bill by Hannah Shaw Dec 24, 9:55 AM
From: Closed
To: Ready to Bill
Duration in Previous: 12h 12m
📨
Status: Invoice Pending by Hannah Shaw Dec 24, 10:10 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 15m, 0m
⏳ 4.0 business days
🧾
Invoice Created Dec 30, 1:38 PM
Invoice Number: SM-249889

Bottlenecks

Scheduled
Duration: 4.3 business days (threshold: 2.0 business days)
Exceeded by 2.3 business days

🔗 Related Artifacts

📞
Case 00552512
Closed
📦
Parts Order 00086941
Closed
📦
Parts Order 00086983
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Connectivity
Branch
N/A
Technician
Curtis Allen
Scheduled
Dec 23, 10:00 AM
Created
Dec 17, 2:03 PM
Invoice #
SM-249889

Work Details (6)

Name Type Status Qty Amount Date
WL-03041822 Parts Open 1 $0.00 Dec 18, 11:14 AM
WL-03041823 Parts Open 1 $0.00 Dec 18, 11:14 AM
WL-03041824 Expenses Open 1 $0.00 Dec 18, 11:14 AM
WL-03046852 Labor Open 2.75 $0.00 Dec 23, 9:29 PM
WL-03046853 Labor Open 3 $0.00 Dec 23, 9:29 PM
WL-03046854 Travel Open 122 $0.00 Dec 23, 9:29 PM

Details